Returns

Returns & Refunds

At The Gift Merchant, we want you to be happy with your purchase. If something isn’t quite right, we’re here to help make the returns process as simple as possible.

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be:

Unused, unworn and in its original condition
Returned with all original tags, packaging and accessories
Free from marks, damage, perfume, makeup or signs of wear
Accompanied by your order number or proof of purchase

Please contact us before sending an item back so we can provide the appropriate return instructions.

Non-Returnable Items

For hygiene, safety or customisation reasons, certain products cannot be returned unless they arrive faulty or damaged. These may include:

Earrings and other pierced jewellery
Grillz or other jewellery designed for contact with the mouth
Personalised or customised products
Items that have been worn, used, altered or damaged after delivery
Products returned without their original packaging or accessories
Sale or clearance items marked as final sale

Clothing Returns

Clothing must be returned unworn, unwashed and with all original tags attached.

Please take care when trying on garments. We may be unable to accept items showing signs of makeup, perfume, deodorant, staining or wear.

We recommend checking the available size information carefully before ordering.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible.

Include:

Your order number
A brief description of the issue
Clear photos of the item and packaging

Once reviewed, we’ll arrange the appropriate replacement, refund or other resolution.

Change of Mind

If you change your mind, you may request a return within the return period provided the item meets our return conditions.

Unless the item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer.

Original delivery charges are generally non-refundable for change-of-mind returns.

Exchanges

If you would like a different colour, size or style, please contact us to check availability.

Where a direct exchange is not possible, you may be asked to return the original item and place a new order.

Refunds

Once your return has been received and inspected, we’ll let you know whether the refund has been approved.

Approved refunds will be issued to your original payment method. Please allow additional processing time for your bank or payment provider to credit the funds to your account.

Return Shipping

Please ensure returned items are securely packaged.

We recommend using a tracked delivery service, as The Gift Merchant cannot be responsible for returned parcels that are lost or damaged in transit.

Please do not send a return until you have contacted us and received return instructions.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible.

We’ll do our best to accommodate your request, but once an order has been processed or dispatched, it may no longer be possible to cancel it.

The Gift Merchant reserves the right to decline a return where an item does not meet the conditions outlined above. Nothing in this policy is intended to limit any rights you may have under applicable consumer law.